How are we doing?
Our quarterly performance update.
We measure ourselves against a number of key performance indicators, which we update every quarter to see where we are doing well and where we need to improve.
We set our targets by comparing our performance with the best performing housing associations.
Quarter 4, 2018-19
Origin as a landlord: 70.8% - our target for 2018/19 is 70%
Complaint handling: 12.9% - our target for 2018/19 is 60%
We value complaints as they highlight problems along with areas for improvement and give us a chance to put things right. We are aware that our customers experiences of how their complaints are handled need to be improved, so we are completely reviewing our complaints processes and procedures.
Quality of your home: 69.6% - our target for 2018/19 is 70%
Repairs and maintenance:
85% of residents are satisfied with their last repair. Our target for 2018/19 is 90%
88.3% of repairs completed 'right first time' - our target for 2018/19 is 90%
88.5% of appointments made and kept - our target for 2018/19 is 95%
100% of people satisfied with our aids and adaptations service - our target for 2018/19 is 96%
Lettings and estate management:
Our average time taken to re-let an empty home is 33 days. Our target for 2018/19 is 22 days
Our income performance:
Current rent arrears for all rented homes is at 3.7% . Our target for 2018/19 is 3.5%
Current rent arrears for Shared Owners is at 1.07%. Our target for 2018/19 is 1.5%
Current rent arrears for our Retirement residents is at 1.16%. Our target for 2018/19 is 2%
If you have any questions please contact the Business Improvement Team using the form below.
We ask for your name, email and phone number so that we can contact you about your enquiry.